Customer Experience & Proposition Manager

Customer Experience & Proposition Manager

Permanent Location: Dublin / Cork

Role Purpose

The Customer Experience & Proposition Manager is accountable for defining, improving and activating the end to end customer experience and value proposition across key moments that matter. This role translates customer needs into clear propositions, journey improvements, and operational change, ensuring the business delivers an experience that is distinctive, consistent and commercially effective.

What you'll be doing:

• Own the Customer Proposition for Musgrave Retail Brands
  • Define and evolve the customer value proposition and how it shows up across channels (in store, online, service, communications).
  • Develop proposition frameworks by customer segment and shopping mission (e.g. value, family meals, health, premium, convenience), with clear commercial intent.
  • Translate proposition into clear principles for teams: what must be true in store, in service, in range, in price, in comms.
  • Ensure propositions are distinctive versus competitors, relevant to customers, and deliverable at scale.
• Lead Customer Journey & Experience Improvement
  • Own and prioritise the improvement of high impact customer journeys (e.g. weekly shop, top up, food to go, online, service recovery).
  • Identify friction, pain points, and delight opportunities using data and customer research.
  • Prioritise and drive a CX improvement roadmap with measurable outcomes.
  • Build and execute a CX improvement roadmap focused on moments that move satisfaction and commercial outcomes.
  • Balance quick win improvements with longer term capability building.
• Translate Insight into Commercial and Operational Change
  • Synthesize voice of customer, performance data and frontline feedback into clear priorities and actions for the business.
  • Define "moments that matter" and create experience standards (service, environment, signage, navigation, queuing, availability).
  • Convert insight into scalable solutions that can be embedded in stores, systems and ways of working.
• Measure and Manage CX Performance
  • Own the CX measurement approach and drive improvements in key metrics (e.g., NPS, complaints, effort score).
  • Create clear customer performance dashboards linking CX metrics to commercial indicators such as conversion, basket size, frequency and retention.
  • Track the commercial impact of CX changes (conversion, basket, frequency, retention).
  • Build credible business cases that demonstrate the ROI of experience and proposition investments.
• Cross Functional Leadership & Governance
  • Partner with Operations, Marketing, Digital, Category, Loyalty/CRM, HR (training), and Customer Care to align on customer priorities.
  • Establish governance for CX and proposition decisions, including prioritisation, KPIs, decision rights and review cadence.
  • Lead initiatives from concept through pilot, learning and scale - ensuring customer, colleague and commercial outcomes are aligned.
• Communications & Activation
  • Ensure the customer proposition is consistently and credibly activated across all touchpoints: stores, digital, communications and service.
  • Translate strategy into practical toolkits, playbooks and briefs that make it easy for store and field teams to deliver.
  • Build strong colleague understanding of "what good looks like", why it matters commercially, and how each role contributes.

What we are looking for:

• 8+ years experience in customer experience, proposition, brand/customer strategy, and retail.
• Proven ability to lead cross functional change with limited direct authority.
• Strong capability in customer insight synthesis (quantitative + qualitative) and turning it into action.
• Experience building roadmaps, prioritising initiatives, and tracking impact.
• Comfortable presenting to senior stakeholders; clear, structured storytelling.

Why Musgrave:

• Career Development: With a commitment to your personal and professional growth, Musgrave offers numerous opportunities for advancement and learning.
• Collaborative Environment: Work alongside a passionate team, where your contributions will make a significant impact.
• Innovation Focus: Be part of a company that values forward thinking solutions.
• Community Focus: Be part of a company that truly values its communities and strives to make a positive impact.
• Be Part of a Legacy: Join a company with a long standing commitment to community and innovation.

Musgrave is an equal opportunities employer. We encourage applications from diverse candidates. If we can make any accommodations to enable you to be the best version of yourself during the interview, please let us know.

Musgrave operates a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the business and working remotely.